Summary: We will not investigate Ms X’s complaint about the Council’s decision to suspend her housing register account. There is insufficient evidence of fault to warrant an investigation.

The complaint

1. Ms X complains the Council unfairly suspended her housing register account for six months due to rent arrears. She says this has caused distress and prevented her from bidding for suitable housing. She wants the Council to reinstate her account and allow her to bid for properties.

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The Ombudsman’s role and powers

2. We investigate complaints about ‘maladministration’ and ‘service failure’, which we call ‘fault’. We must also consider whether any fault has had an adverse impact on the person making the complaint, which we call ‘injustice’. We provide a free service, but must use public money carefully. We do not start or continue an investigation if we decide there is not enough evidence of fault to justify investigating.

(Local Government Act 1974, section 24A(6), as amended, section 34(B))

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How I considered this complaint

3. I considered information provided by the complainant and the Council.
4. I considered the Ombudsman’s Assessment Code.

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My assessment

5. The Council’s housing allocations policy says the Council may suspend a person’s housing account if there are current or former rent arrears. The suspension may continue until the applicant provides evidence that there is a repayment plan in place and this has been adhered to for a period of six months.
6. The Council accepted Ms X’s application to join its housing register but suspended her account as she had rent arrears but did not have a payment arrangement in place. Ms X agreed a payment arrangement with the Council in April 2025.
7. She asked the Council to review its decision to suspend her account and allow her to bid for properties whilst making her repayments. The Council reviewed her case but upheld its decision to suspend her account until she had adhered to the repayment plan for at least six months.
8. We will not investigate this complaint. We cannot question a council’s decision where it appears to be in line with its published policy. In this case, the Council’s decision appears in line with its housing allocations policy. There is insufficient evidence of fault to warrant an investigation.

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Final decision

9. We will not investigate Ms X’s complaint because there is insufficient evidence of fault to warrant an investigation.

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Investigator's decision on behalf of the Ombudsman